Recenze společnosti Skicover

Thanks for your feedback, please note that I have tried calling to advise that we have on several occasions, attempted to call but were unable to leave a message and all calls were terminated after a short ring period. We have had a look at your voice recordings and can see that your first call came in on a Saturday evening at 18.05. The staff member who dealt with was unable to complete the renewal as your request for a policy generated an on screen message saying that you required a bespoke quote and this required referral to the main team. The second time you called the message you gave to the staff member was different and made reference to getting a cheaper price as you had an email that said you were entitled to a bespoke price. Please note the price you had on screen and which the agent had were identical and both had been discounted because you were a repeat client but having been advised by you that you had an email advising you were entitled to a bespoke quote, she then elected to refer as they have no control over pricing. Please note each time the team were passed a message they did try to call but without the ability to leave a message they were unable to proceed. I am pleased that in the end you renewed and I am sorry for any confusion that may have occurred but be assured you have been offered the correct price as a loyal returning customer. Having investigated your complaint we can see that the staff who answered your two calls did so in a polite and professional manner and subsequent attempts that were made to contact you ended unsuccessfully with no chance to leave a message. I hope upon reflection you will review your Feefo rating and reevaluate your score as this does affect what customers think.

We would like to thank you for reviewing your star rating, and appreciate you returning to our services on numerous occasions. We would once again like to apologise for any confusion or inconvenience caused and remain at your disposal should you have any further questions.

Thank you for taking the time to share your feedback and for giving us a 5* rating. We are delighted to know that our team were on hand to assist, providing you with knowledgeable and helpful service. We wish you safe travels in the meantime.

Thank you for sharing your feedback. In accordance with the current pandemic, we are not providing cover if you become ill with covid-19 prior to travel but are covering you medically if you travel abroad and are unlucky enough to catch it. We do find ourselves in unprecedented times and as more information becomes available, we along with all insurers will aim to provide more comprehensive cover to our travellers. We appreciate your time and understanding. Stay safe in the meantime.

Thank you for taking the time to share your feedback with us and for giving us a 5* rating. We are happy to know that our team were on hand to assist, providing you with friendly, helpful and professional customer service. Have a great rest of your day in the meantime.

Many thanks for your feedback and for the comments about how your medical screening was processed. Sadly, health does play a part in assessing risk and we try to do this a quickly and as sympathetically as possible to ensure that the correct cover is in place. I am pleased that you were able to get cover you required and at a price that you were happy with. Safe travels

Our approach has been to reach out to clients on the phone when they have emailed us and to provide as much support as possible in dealing with what has been an unprecedented situation. ABTA and ATOL tour operators have an obligation to repay your monies in full within 14 days of cancellation but they have been encouraging clients to claim on insurance, rebook or to accept credit notes. I am pleased we were able to help you in getting a satisfactory resolution to your holiday with it being repaid in full

Thanks for your feedback and I am pleased that you found the process efficient and the staff helpful Stay safe for now and safe travels in the future

Thanks for your feedback. The cost of a policy is determined by a number of factors including age, destination and the levels of cover and I note that you were offered a number of more cost-effective solutions online but choose the Gold policy and then added extra cover for up to £3000 of electronic gadgets. If the price had been an issue you could have saved up to 50% with one of the other policies but with the downside of reduced levels of cover. All of our policies for senior skiers are very keenly priced and all include off-piste as standard within resort boundaries and have a very generous approach to pre-existing medical conditions. I am sorry that you felt the cover seemed expensive and I recommend in future calling so that a Team member can fine-tune the insurance to meet your expectations of both cover and price.

Many thanks for the glowing report on how your chat was handled. I am pleased that everything was clearly explained and that you were able to make an informed buying decision with regards to a ski insurance policy that was right for you and your family. Safe travels